Service Coordinator: Hypercare
Johannesburg
About Us
At Ingersoll Rand, we are driven by an entrepreneurial spirit and ownership mindset and are committed to helping make life better. We are a global market leader with a broad range of innovative and mission-critical air, fluid, energy, specialty vehicle and medical technologies, providing services and solutions to increase industrial productivity and efficiency.
We are looking for talented candidates with a bias for action and an entrepreneurial spirit to join our team. We offer a broad range of opportunities to build a successful and rewarding career with an innovative company.
Job Summary
The Hypercare Agent will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and enquiries, keeping customer satisfaction at the core of every decision and behavior. The role will consist of both incoming and outbound calls focused on customer service and sales and could potentially evolve into a shift-based role that would require a day shift, night shift as well as weekends.
The Hypercare agent`s primary role is to deliver exceptional service and customer support as every customer at Ingersoll Rand is seen as a premium and high priority customer.
Responsibilities
- Receive all incoming calls, assist the customer and redirect the call to the correct department contact person. (new Sales, Accounts, Technical, Breakdowns, Rental)
- Handle incoming queries related to Sales or technical assistance
- Handle and respond to all incoming Web leads, assist the customer and follow up to ensure that the customer has been correctly assisted, maintaining a high level of NPS score.
- First responder to Chat Bot queries
- Execute ALP, Helix and I-Conn triggers.
- Assist the external sales team with Service and Parts quotations from an administrative role
- Place outbound calls to customers to promote new products and services.
- Handle incoming complaints
- Ensure all customer communication is captured on SFA, task set for Sale team, information flow
- Maintain a courteous and friendly disposition when interacting with customers
irrespective of their temperament
- Ensure daily shift call quotas and set targets are achieved
- Upsell products and services to customers when providing telecommunication
Solutions
- Follow set communication guidelines in addressing the needs and problems faced by
customers
- Build positive relationships with customers to enhance the overall image and public
perception of the company.
- Ensure good working relationships with Technical and Sales departments
- Ensure good conformation flow internally between teams
- Verify all customer details (contact, asset and serial number as well as running hours) and
update SFA timeously.
- Ensure all reports are done as and when required
- Additional adhoc duties as required
KEY COMPETENCIES
- Excellent Telephone , Email and Communication Skills
- Active listening and the ability to understand a customer’s requirements, concerns and respond
- accordingly.
- Adhering to principles and values of Ingersoll Rand
- Persuading and influencing
- Conflict resolution
- Delivering Results & Meeting Customer Expectations
- Coping with Pressure & Setbacks
- Adapting & Responding to Change
- Planning & organising
- Basic computer skills. SFA.
- Good Listening Skills
- Collaboration between teams
- Good time management skills.
- Attention to detail.
- A positive attitude
Basic Qualifications
- 5 years’ experience in sales or customer service environment (Essential)
Job related skills
- Call centre experience (desirable)
- Ability to effectively communicate at all levels of the organization
- Must be proficient in Microsoft Office (Essential)
- Experience of using CRM softwares (Essential)
Education
Grade 12 or equivalent (Essential)
Bachelor’s degree or National Diploma in Sales & Marketing (Desirable)